Gross Negligence & Dishonesty: Ref ***9 – Betway SA Withholding Funds

I am writing this as a final attempt to resolve a matter that has moved beyond poor service into outright negligence. My reference number is ***9. Despite being a high-volume client, I have been treated with total disregard. I have been in direct correspondence with Juandre (Floor Manager) and Brendan (Account Manager), both of whom have failed to deliver on their word. I was promised by Juandre that an account manager would contact me shortly after 22:00 last night when their shift starts; I stayed up until 02:00 waiting for the call back, and 14 hours later, I have still heard nothing. The facts of the matter:

Documents: Full bank statements and other confirmation documentation were sent on Monday the 31st of March 2026. Betway confirmed receipt of these documents on the 2nd of April 2026 while proof of deposits were recieved 3 days ago. Contradictions: Despite the confirmation, support staff asked me again this morning if I had sent them statements. There is a complete lack of internal communication. The Delay: I am being told the account is "waiting for authorization" with no timeline, while a substantial amount of my money is being withheld. Unacceptable Conduct: When I called this morning, I was met with extreme disregard and told "no one is here to help you today" and that I simply have to be patient. This is not just a technical glitch; this is a deliberate lack of urgency that is impacting my personal finances and my Easter weekend. Betway is quick to accept large deposits but seems incapable of providing professional services or releasing funds when requested. I demand: Immediate authorization of my account/funds today. A direct explanation from Juandre as to why I was misled regarding the 22:00 callback causing me to wait up for a call that would never come. Immediate confirmation that my bank statements (which you already have) have been processed. If this is not resolved today, I will be escalating this matter directly to the Western Cape Gambling and Racing Board and providing all records of my correspondence and the recorded calls.